Welcome to Dellv3 · We hope this information will be helpful to you as you build a profitable relationship with Dell. Who We Are About Dell Computer Corporation Dell Computer Corporation

Welcome to

Solution Provider Direct

Version 1.3 July, 2003

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Dell Solution Provider Direct 1-877-766-3355

Dell Solution Provider Welcome Kit

WELCOME TO DELL! 2

WHO WE ARE 2

HOW IS DELL DIFFERENT FROM OTHER VENDORS? 5

AT YOUR SERVICE: YOUR DEDICATED DELL ACCOUNT TEAM 7

TOOLS TO HELP YOU GET THERE 8

GETTING THINGS DONE AT DELL 10

PRODUCTS TO MEET THEIR NEEDS. AND YOURS. 14

DELL SERVICES 20

WE WANT YOUR BUSINESS 29

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Welcome to Dell! We know that you can choose between multitudes of technology providers to supply the hardware in your solutions, so we thank you for considering Dell. You may find that, as a direct company, we will work differently with you than some of your other hardware providers – however, in this case, “differently” does not mean “worse” if you understand our model. We have a great deal to offer Solution Providers. Therefore, this packet has several goals:

• To help you understand how best to work with us • To introduce you to the Dell tools and services that may be useful to you • To let you know what to expect in various situations • To help you best navigate our purchase and support processes • To give you an idea of the breadth of technology products we can supply

We hope this information will be helpful to you as you build a profitable relationship with Dell.

Who We Are About Dell Computer Corporation Dell Computer Corporation (Nasdaq: DELL) is a premier provider of products and services required for customers worldwide to build their information-technology and Internet infrastructures. The company's revenue for the past four quarters totaled more than $30 billion. Dell designs, manufactures and customizes products and services to customer requirements, and offers an extensive selection of software and peripherals. We strive to provide customers with superb value; high-quality, relevant technology; customized systems; superior service and support; and products and services that are easy to buy and use.

About Solution Provider Direct Solution Provider Direct is a group within Dell’s Small/Medium Business Segment that is dedicated to working with Solution Providers. By providing quality technology products for resale, we help Solution Providers achieve a great Customer Experience. Solution Provider Direct has tools, products and support available for Solution Providers. We build the hardware. You build the relationships.

How Does Dell View Solution Providers? As a direct company, we take pride in our ability to meet end users’ needs. However, we do believe that there is a valuable place in our model for Solution Providers who add value to our hardware. We would like to help you understand how we do work with Solution Providers, but in a different way from a traditional “reseller” model. The traditional “reseller” model values a local presence above all, and was developed before the advent of the Internet and overnight shipping. Resellers were incented purely on volume – any value-add was simply the opportunity to add high-margin services to the bottom line. But, you could make a living by essentially being the field sales presence for a PC manufacturer. On the other hand, you may have had to report back to that manufacturer about your business, there may have been confusion around multiple reseller programs, and there may have been training requirements and lots and lots of forms to fill out. We all know that this model has changed and continues to change because of factors like the commoditization of the PC market and shortening of distances via the Internet. You no longer

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need to be on the spot to sell someone an office PC, and the public’s perception of prices on PC’s has gone down to the point where per-box margins are tough to find. Instead of a nice-to-have, services have become a necessity. When Dell looks at Solution Providers, we see a group of talented, skilled individuals who can provide complex, total solutions to an end user. We have worked with Solution Provider to provide a complex tax accounting system that requires powerhouse computing, an ERP solution that reaches into every area of a business, or an e-commerce platform that includes servers and storage. In a model like this, you are rewarded in margin for the skills you bring to the table, not the hardware you install. In fact, a recent VARBusiness study showed that a growing portion of Solution Provider profits come from services and software instead of hardware1. In this case, your question should be not how to make the most margin per box, but rather how you can most simply provide reliable, price-competitive hardware to your customers, and concentrate your human resources on profitable services instead of paperwork. That’s where Dell can help.

What Can Dell Bring to the Table? Dell tries to make it simple for you to procure the right hardware for your customers. We keep the paperwork to a minimum, we strive to provide “sell-it-and-forget-it-quality” hardware, and we put resources at your disposal to help you research and purchase more simply. SIMPLICITY / PAPERWORK REDUCTION To sign up to resell Dell products, all that is required is your agreement to a simple contract (although you may also choose to provide us with tax exemption documents). This contains all of our terms for working with us and entitles you to resell our entire line of Dell products, including the White Box. Here are some of the other ways we can simplify your life:

• While we provide certification classes for many of our products (see the Services section), we don’t require that you be certified on a product to sell it2.

• We do not currently have any minimum volume purchase requirements in our contract. • Under current terms, your contract renews on an annual basis automatically, unless you

receive written notice otherwise. There are no additional requirements to keep your relationship with Dell current at this time. There are no membership fees, certification fees, renewal fees, etc. associated with selling our products3. (Our White Box product is a possible exception.)

• We currently don’t ask for any monthly or quarterly reporting back to us4. • If you are selling into the SMB space, you can work with one sales team across all of our

products. HONESTY AND ETHICS As Dell is first and foremost a direct company, we will be as upfront with you as possible about our ability to work with Solution Providers. You may not always like the answers you hear from us, but you should always know that we will be absolutely truthful with you. We want to build a relationship with you based on trust – part of that is correctly setting your expectations.

1 Source: VARBusiness State of Market Study, January 2003, Used with permission VAR Business, CMP Media LLC, All rights reserved. http://www.varbusiness.com 2 The only exception to this is the White Box – optional service training is offered for the box as service is left to the Solution Provider. Dell is not obligated to honor the White Box warranty if you have not yet taken advantage of the training. 3 There may be additional fees associated with optional training and certification programs offered by Dell. You must have a written contract with Dell and be in compliance with the contract terms and any other guidelines required by Dell. Dell reserves any other rights it may have under your agreement with us. 4 However, we do reserve the right to request reporting and other documentation from you in order to manage our relationship.

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PRODUCT SELECTION AND QUALITY In addition to PC’s, we offer servers, storage products, high end Graphics boxes, 40,000+ software and peripherals items, projectors, handhelds, networking products, etc. We go into more details on each of our product lines in our “Products” section, but the upshot is that you get the convenience of a one-stop, one-Purchase-Order shop when you work with Dell. We can help you create total solutions. And, we strive to carefully guard the quality of everything with the Dell brand name on it. We understand that your relationship with your customers depends on their satisfaction with our products, so you want to deliver them the best quality possible. Rest assured – Dell is compulsive about quality. As a result, we’ve won numerous awards for quality and satisfaction on our product line. Here are a couple of examples:

TECHNOLOGY BUSINESS RESEARCH • Dell Rated #1 in Intel-based Desktop satisfaction, 22

consecutive quarters • Dell Rated #1 in Intel-based Notebook satisfaction, 19

consecutive quarters • Dell Rated #1 in Intel-based Server satisfaction, 20 out of 21

consecutive quarters • Source: Technology Business Research Studies Q4, 2002

(published April, 2003) PC MAGAZINE Readers’ Choice for Service and Reliability for desktops and servers • Source: PC Magazine, July 11, 2002 edition, 15th Annual

Reader Survey: Service & Reliability ONLINE CONVENIENCE As one of the original “dot coms,” Dell has an extensive web presence that you can take advantage of. You can configure and price machines, do research on our product lines, learn about new offerings, etc., all 24x7. Online ordering with your discount is also available in some cases. We also have a number of convenient online sales tools that you can feel free to utilize with your customers – see the “Tools” section of this document for more details.

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HOW IS DELL DIFFERENT FROM OTHER VENDORS? As a direct company, Dell handles a few issues differently than you might have come to expect from other vendors. We’ve found that, if we don’t set people’s expectations properly at the start, we often spend a great deal more time discussing these issues than figuring out how we can benefit each other. Therefore, we’d like to present you with a very frank look at a few points that often come up with our Solution Providers. DIRECT RELATIONSHIPS WITH YOUR CUSTOMER. Dell wants to protect your confidential customer information. We are happy to execute our standard non-disclosure agreement with you to help ensure protection of your information. This means that we will not pursue your customers for a direct relationship solely on the basis of confidential information you provide to us. However, if a customer contacts Dell on their own, we will not turn them away either. You are responsible for maintaining a relationship with your customer and your value add should ensure your position with them. YOUR RELATIONSHIP WITH YOUR CUSTOMER. As a Solution Provider, we know that you are your company’s “brand name.” What you tell them is naturally what they expect. Dell stands behind the advertising we do for our products and services, but we cannot be responsible for claims that you make to your customers about system performance, service availability, etc., if your claims are different than what we advertise and/or offer. PRICING AND OUR DIRECT BUSINESS. Dell’s pricing is subject to change and is based on a variety of different factors. As a result, you may sometimes find that your pricing is not the absolute lowest that Dell has to offer. As we discussed above, if you are attempting to work with Dell within the traditional “reseller” model, you most likely will not find this an overly profitable business. However, we believe, if we can sell you hardware simply and at a fair price, your team has more bandwidth for sales, high-margin service, solutions, and relationship building. We believe your value add gives you the ability to compete in the marketplace. INVENTORY MANAGEMENT. We do not encourage you to keep inventory of our product. We are able to build it to order and drop-ship to the end user (or to you) so that your customer gets what they want every time. This helps ensure the best customer experience overall, and best leverages Dell’s strong Build to Order model for your end users. We can work with you on expedited shipping or processing if your customer needs something “yesterday.” MANAGED RETURNS POLICY. We expect Solution Providers to be educated customers and take responsibility for ordering the correct equipment. We are also not set up to take back “remaindered” equipment from your inventory (see above). Therefore, we have chosen not to extend our customary 30-day Total Satisfaction policy to Solution Providers. We will certainly honor our warranty terms, but will not accept returns for other reasons. END USER VISIBILITY. We will request visibility to your end user on each purchase. This is for several reasons, including import/export and warranty compliance. Be assured, however, that we will protect your confidential information appropriately. See “Direct Relationships” above – we are happy to sign a Non-Disclosure Agreement to this effect.

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MARKETING YOUR RELATIONSHIP WITH DELL. We treat our relationship with Solution Providers somewhat differently than you may be used to – we try to keep things simple. Since we do not require you to be certified on our products5, we do not allow Solution Providers to call themselves “Dell Authorized.” Since we do not require oversight of your materials and claims about Dell products, we do not allow Solution Providers to make use of Dell’s trademarks, including our logo. We do invite you to produce your own materials, as long as you don’t use our trademarks and your materials are accurate. SERVICING OUR PRODUCTS. Dell has contracted providers who are servicing our products across the country for our direct customers6. We are not currently looking to augment that arrangement with additional authorized service centers. We feel that having too many sources for Dell service makes it so that we cannot effectively audit and stand behind the quality of the services we offer to our customers. You may choose to provide service and support for your customers on Dell equipment, but we will not authorize or certify you to do this. We do have optional break-fix or solutions training available for a fee, which can be very valuable for your employees. However, these trainings do not give you the right to use Dell trademarks (eg, our logo) in connection with your service organization, and do not give you the right to order warranty parts for your units. The only exception to this policy, which would apply to your largest end users, may be the use of our Premier Access or 3rd Party Maintainer programs. Please see the Support Services section of this document for details. WE ARE SMB. Dell’s divisions run along customer type lines. We are the Small/Medium Business Division. That means we can only help you with small/medium business end users. Here is contact information for other divisions of Dell – please get in touch with them about deals with other types of customers: State/Local Government (800-416-3355) http://www.dell.com/us/en/slg/default.htm

Select SLG Online Catalog Federal Government (877-227-3355) http://www.dell.com/us/en/fed/default.htm

Select GSA Online Catalog Healthcare / Hospitals (888-264-7788) http://www.dell.com/us/en/hea/default.htm Education: K-12 (877-499-3355) http://www.dell.com/us/en/k12/default.htm Education: Higher Ed (800-626-8286) http://www.dell.com/us/en/hied/default.htm

Global or Large Corporate Accounts (companies >3500 employees) Existing direct accounts who have assigned Account Managers Our sales reps are happy to help you determine criteria for existing Dell direct customers or the other types of accounts above on a case-by-case basis.

5 Exception: Dell reserves the right to discontinue or otherwise void the warranty on White Box products in whole or in part if you breach any of your obligations to the manufacturer, you fail to pay amounts due and payable to the manufacturer, or you fail to successfully complete product training provided by the manufacturer. 6 Exception: Dell White Box comes with a parts-only warranty, the Solution Provider is solely responsible for providing service.

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AT YOUR SERVICE: YOUR DEDICATED DELL ACCOUNT TEAM We believe that building a long-term relationship with you is important. We will have a dedicated team of reps to service your needs, or, if your purchase volume is large enough, we will have a specific sales representative assigned to you. Doing business with Dell means having one convenient source for all your computing needs, one contact location for all your concerns, and one specialized team of experts working to meet all your needs. Working with the Solution Provider team also ensures that, across the board, you’ll be working with professionals that specifically service and understand Solution Providers. SALES SALES REPRESENTATIVE As your personal point-of-contact when you need to be in touch with Dell, the sales representative on your team is responsible for: • Getting the answers to your questions and providing support • Helping you match the appropriate technologies and Dell systems to your needs • Providing price quotes and handling order placement for you • Assisting in online ordering setup and maintenance ACCOUNT EXECUTIVE Account Executives keep an eye on the big picture for you, consulting with you on longer-term strategic technology decisions and providing an onsite presence for your sales team. Account Executives may help you with: • Technology planning • Providing strategic information on Dell, our products, etc. • Supplying updates on all Dell products and services • Accompanying you on joint sales calls when large opportunities are in play INSIDE SALES MANAGER The inside sales manager manages a team of sales representatives in your region. The sales manager is responsible for assisting their sales representatives to drive closure to customer needs and requests made outside of normal day-to-day business operations. REGIONAL SALES MANAGER The regional sales manager oversees all Dell sales operations in your region to make sure that you have the best experience possible. The regional sales manager also provides assistance with specialized and high-priority sales calls and is available for consultation on a case-by-case basis. SALES SUPPORT TECHNICAL SALES REPRESENTATIVE A Technical Sales Representative (TSR) provides phone-based assistance with Dell Enterprise Systems (server/storage) configurations and networking products to help ensure your customized solution meets your end users’ requirements. The TSR is also available to handle any technical hardware questions you may have before or during your purchase. DELL SOFTWARE AND PERIPHERALS SALES A Dell Software and Peripherals sales representative is also assigned to your team to provide sales support for thousands of items. Your Dell Software and Peripherals sales representative also has access to a variety of certified experts, from software to networking, to supplement your consultant's own expertise. Contact your account executive or sales representative for more information.

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Tools to Help You Get There Dell would like to help you sell as much of our products as possible. To this end, we’ve created a number of tools specifically for Solution Providers, and have additionally found that some of the tools we developed for end users can be useful in your sales process as well. Here’s an overview of a few of our best end user offerings – talk to your sales team for more details on any of these.

Custom Factory Integration (CFI) This service allows us to install custom software or hardware components onto any of our business products at the factory. Take advantage of our volume manufacturing process. This means less time for your high-margin technicians hitting the “Next” button on the install wizard, and more time making you money. Plus, everything is tested and certified at the factory as well, so you can feel safe that your end user’s system will be ready-to-boot out of the box.

ROI Tools Our ROI tools help you to show your customers an estimate of the dollar value over time of upgrading, refreshing, clustering, or migrating7. We have ROI tools that focus on both client and enterprise products. These tools are online, so you can access them anytime. Here are the URL’s: Client Productivity Calculator: http://www.dell.com/html/us/segments/biz/productivitycalculator/ Enterprise ROI Tools: http://www.dell.com/roi

Sizing Tools PowerMatch sizing tools are available to assist you with managing and sizing PowerEdge server/PowerVault storage product solutions for your customers. By working with your customers through an online process designed to help them estimate the correct amount of server and storage power they’ll need today and tomorrow, you can not only help them make the right purchase decisions, but also become a part of their IT strategy discussions moving forward. Most of our sizing tools are focused on the enterprise space. They can be found at: http://www.dell.com/sizing

Training We have a variety of training options for Solution Provider sales representatives, some free of charge, some for a fee. First, we have our EducateU online offerings, on everything from the latest Microsoft OS to CCNE courses. Then, there is the Dell Certified Enterprise Engineer (DCEE) program, which can give you great insight into our servers, storage products, management software, etc. There are also hardware maintenance courses that touch on our desktop and notebook products. Plus, if you work with your sales representative to schedule this ahead of time, your Account Executive may put together customized onsite training for your team, on a variety of Dell products. 7 Notice – This software and information is provided to you as a tool "as is" with the understanding that there are no representations or warranties of any kind either express or implied. Dell disclaims all warranties including, but not limited to, implied warranties of merchantability or fitness for a particular purpose. Dell does not warrant or make any representations regarding the use, validity, accuracy or reliability of your results or of the software. In no event, including but not limited to, negligence, shall dell have any liability for any damages, whether direct, consequential, incidental, or special, arising out of the use of or inability to use the software or information provided herewith even if Dell has been advised of the possibility of such damages. The ultimate responsibility for achieving calculated results remains with you. This tool is not for use for individual/consumer purposes.

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Online Options Dell.com offers you a wealth of information about our products and services. As one of the original “dot com’s,” we have developed an extensive website with information on everything from Wireless Networking to Business Continuance. In addition, you may be given a password protected website, where you can go to configure and price out equipment – this site is designed to reflect your company’s pricing. We encourage you to start exploring dell.com today and to talk to your sales representative about setting up a personalized site.

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Getting Things Done at Dell Each manufacturer has its own specific processes for everything from pricing out systems, to escalating a service call, to shipping and receiving. Here is a practical guide that takes you through some of our processes, to help you be most efficient working with us. After all, we want to make it “Easy as Dell” for you.

How to Interact with Dell All of your personal interaction with Dell should go through your Sales Representative. They have a wealth of knowledge and can help educate you on our products, our processes, and our pricing. If you are quoting specialized products, such as complex enterprise systems or Software & Peripherals, they may bring in additional members of the team with expertise in those areas.

How to Identify Yourself to Us We give each customer a customer number at the time of their first order. We ask that you write down and remember your customer number, and reference it each time you place an order, or even leave a message for your sales representative. Your customer number should follow you, regardless of which division of Dell you are working with. If you do not clearly identify your customer number when placing an order, the revenue from your order may not get counted toward your annual volume commitment.

How to Apply for a Credit Line Dell and GE Commercial Distribution Finance (CDF) have teamed to offer qualifying resellers a compelling financing arrangement. Resellers who finance purchases through this special program are eligible to receive up to 60 days of interest free financing for the first 90 days of enrollment. On day 91, resellers will enjoy 45 day terms on purchased product for the length of this program. In order to qualify, SMB Solution Providers must meet the following 3 basic criteria (other terms and conditions may apply):

• At least one year in business • Annual revenue of >$250,000 • Listed on Dun & Bradstreet, with a Paydex Score and a Commercial Credit Score

Percentile Please call CDF at 1-800-257-8372 to get started.

How to Request a Quote Please send quote requests in one of the following formats.

1. Call a member of the Account Team directly. We can generate a quote for you over the phone.

2. Email Product codes from the printable summary. Go to the online store your sales rep has assigned to you or to http://dell.com/biz and configure the system. When you are finished, please click on "Printable Summary" at the bottom. You can either copy and paste the configuration into the body of an email or send the "product codes" from the printable summary. It helps to send the total you received online to verify pricing. Please include end user information (Company name and address), delivery address, and your customer number for each request. Below is an example.

Category Description Product Code SKU

Latitude C840: Mobile Pentium® 4 Processor, 2.2GHz-M, 15.0in UltraSharp UXGA Display C220 [221-1627]

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Memory: 256MB DDR SDRAM, 1 DIMM 256MB [311-1369]

Video Memory: Nvidia® GeForce4 440 GoTM card with 64 MB DDR video memory 64VM [320-0231]

Hard Drive: 20GB Hard Drive, 9.5MM 20C [340-6334] Operating System: Microsoft® Windows® XP Professional¹² WXPPRO [420-0753] Fixed Optical Device Options: Internal 8-24-10-24X SWDVD/CDRW Combo I24CMBO [313-1175]

Microsoft® Office: Microsoft Office Professional with Adobe Acrobat 5.0 PROXPAD [365-1234] [412-2582] [461-7110]

Hardware Support Services: 3Yr Mail-In Service T3YRR [950-8540] [950-8542]

Mail-In Rebate Offer: Mail in Rebate (can not be combined with Free Memory Upgrade Offer) REBATE [461-5534]

Internet Access: 6 months of America Online Membership included AOL [412-0249]

3. Email a Saved Cart - Save the configuration to a cart and e-mail it directly to your sales representative. Be sure to print it out for your own reference as well, in case there are questions later (i.e. occasionally you may not be able to access a cart if the associated promotions change, etc). Please also provide your sales representative with your customer number, the end user company name, and delivery address for each order.

4. Fax the printable summary to your sales rep. Again, please include your customer number, the end user company name, and delivery address for each order.

Following these guidelines will help ensure quick turnaround time.

How to Check Order Status There are a number of good ways to get status on an order:

1. Go to dell.com and click on the “Order Status” link in the left navigation bar. This will ask you for some information, then show you your order status. Please have your order number handy for reference.

2. Sign up for the system to send you email notification when your system ships. Go to

http://support.dell.com/us/en/updates/. That will take you to the following page:

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3. Call our Customer Care hotline at 1-877-766-3355, option 4, then option 2. They can

update you on order or shipping status, but do not handle product issues or process returns.

4. If you have exhausted all the above avenues, and still don’t have the information you need, please call your sales representative.

How to Transfer Ownership of a System to the End User All Dell branded systems that are resold to an end user must have ownership transferred to that end user, in order for your customers to receive support from our Technical Support or Customer Care organizations8. You can still call in technical issues on behalf of your customer, but their name must be on the system. It is your responsibility to perform the simple transfer process. Here are the two steps:

1. Fill out a Transfer of Ownership Form This form is available either in the box with most of our systems, or online at http://support.dell.com/account/ma_nosvctag.asp. Have the service tag number and the end user information ready, fill out the form, and follow the directions to submit it. 2. Fill out a Transfer of Service Form9 Call our TechFax voice response unit at (800) 950-1329 and request document #1692, Transfer of Service form. When you receive the form, fill it out and sign it, have the original owner sign it, and fax or mail the form back to us.

How to Get Technical Support on a System While Dell systems are usually quite reliable, we do have a Technical Support organization to help with issues when they arise. Either you can call on behalf of your customer or you can have them call us directly at 1-800-879-3355, option 3. The type of technical support that you will receive depends on the service plan that you purchased with the system. Here’s the general path for a technical support call, though:

8 Excludes Dell White Box systems 9 Warranties on Dell-branded products will be rendered void if unauthorized service is performed.

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LEVEL 1 SUPPORT Our “L1” technicians will take you through basic troubleshooting procedures, such as rebooting the system, etc., to see if there is a simple fix for your issue. This process creates a trouble ticket in our system, which is required before you can go onto “L2” support10. Many of our Solution Providers have enough expertise that they would prefer not to go through the “L1” process – our Gold Service packages allow you to bypass this level of support and go straight to a dedicated Gold Engineer. LEVEL 2 SUPPORT In this phase, you will work with a technician to pinpoint the exact issue with your system. At the end of a conversation with an “L2” technician, you should have a satisfactory resolution in place, whether that is a phone-based solution, or the dispatch of parts or a person. ESCALATIONS Most of the time, the above process will resolve any technical issues to your satisfaction. If you wish to escalate any technical issues beyond the normal process, however, please call your sales representative. We do ask, however, that you have already gone through the L1/L2 process before calling your sales rep.

10 Exception is Dell White Box – that automatically goes to Level 2 for parts dispatch.

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PRODUCTS TO MEET THEIR NEEDS. AND YOURS. Dell offers products in nearly every category for a variety of hardware computing needs. Additionally, Dell offers thousands of competitively priced name-brand printers, monitors, peripherals and software titles. PRODUCT LINE DEFINITIONS AND TARGET MARKETS Dell tailors its product family offerings for both desktop and notebook systems to specific markets – commercial and consumer customers. Although, unlike most other companies, we do allow Solution Providers to resell our consumer line of products, we do not give any discounts on these products, regardless of volume or other factors, and we do require that these be resold only to Small/Medium Businesses. CORP/ INSTITUTIONAL CONSUMER DESKTOP OptiPlex desktops, Precision

workstations Dimension desktops

NOTEBOOK Latitude notebooks Inspiron notebooks Features of the Dell Precision workstations, OptiPlex desktops and Latitude notebooks: • Relevant industry-standard technologies • Extensive reliability testing • 12-15 month typical product life cycles • Low service and maintenance costs • Consistent, stable component technology • Industry-standard manageability with Alert Standard Format Features of the Dimension desktops and Inspiron notebooks: • State-of-the-art technology • Fast adoption of new technologies • Recognized for award-winning performance by top computing magazines • Industry-leading high quality components • Intel® Celeron® processors • Intel Pentium® 4 processors • Low acquisition cost For more information about these and other Dell products, please visit us at www.dell.com or contact your sales representative. PRODUCT AVAILABILITY (LEAD TIMES) Product availability is measured in estimated “lead times,” or the number of days between the placement of your customized order in our systems and the factory ship date. Dell strives to maintain product lead times of 5-10 business days, and can often get product out sooner. We can ship product directly to your end users, thereby decreasing their wait for products. Please contact your sales representative for the latest lead time information. PRODUCT TRANSITIONS To keep up with the rapid pace of technology and help combat product obsolescence, we endeavor to design our business desktops and notebooks with long lifecycle components. Then, when we do need to help you transition your customers from one business product to the next, we try to overlap both products for a period of time, to give you the time to accomplish the transition with your customers. This type of managed transition is not necessarily available on our consumer products.

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MANAGED TRANSITONS MANAGED TRANSITIONS

DELL OPTIPLEX DESKTOPS DESIGNED FOR LONG-TERM STABILITY. To help your end users facilitate long-term planning and budgeting, you need smooth product transitions and computer systems designed for long life cycles. Dell OptiPlex desktops offer:

• Long product life cycles (12-15 months) • Minimization, classification, communication and transition planning for image-affecting

changes • Award-winning service and support • OptiPlex systems are available in four chassis offerings, all sharing the same images for

ease of management • Tool-free chassis design

MAKING MULTIPLE SYSTEMS MORE MANAGEABLE. In many IT environments, there are a multitude of systems to manage. With the Dell Intelligent IT systems management portfolio, your customers can handle most PC management tasks remotely. Remote capabilities include:

• Fault management, with notification of events such as failure alerts or thermal alerts • Remote BIOS flash • Support for remote boot if the client’s local operating system becomes unbootable • Software deployment and user migration • Hardware and software inventory • The ability to enable or disable ports or make other BIOS changes remotely • Chassis intrusion alerts

Designed to support multimedia applications, Dell OptiPlex desktop systems deliver great performance for today’s multimedia application users. Multimedia capabilities include:

• AGP video available on some systems • A variety of removable storage options including CD-Read/Write, DVD-ROM, DVD/CD-

RW combination and DVD+RW11 drives

DELL LATITUDE NOTEBOOKS Dell Latitude notebooks provide the durability and stability you need in a networked environment. In fact, they do just about everything a desktop system can do on a network. DESIGNED FOR DURABILITY. If you’re concerned about whether a small, lightweight computer is going to be tough enough for your traveling road warriors, consider this: Dell Latitude has a built-in Strike Zone system that’s designed to help protect the hard drive by absorbing shock. STABLE, MANAGEABLE TECHNOLOGY. To help control your total ownership cost of a Dell Latitude notebook, we’ve designed them for long life cycles with relevant technology and manageable transitions. 11 Discs burned with this drive may not be compatible with some existing drives and players; using DVD+R media provides maximum compatibility.

PRODUCT 1 Product 2

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• Designed to facilitate on-site maintenance and upgrades, with easy access to critical components.

• Common components and options for simpler part replacement, due to compatibility with past and future products.

• Dell OpenManage Client (based on industry-standard CIM technology) for network-based reporting of inventory and configuration information.

DELL PRECISION WORKSTATIONS FOR DEMANDING, DATA-INTENSIVE 2D/3D APPLICATIONS. Designed for high-performing processor- and memory-intensive applications, Dell Precision workstations are great for users of CAD/CAM software and other high-end applications such as data content creation, software and game development, and computational analysis. They are a powerful, affordable alternative to proprietary, expensive RISC/UNIX systems. Advanced technology at attractive prices

• Low cost and fast delivery • Custom-configured systems • Systems built on the Windows® or Linux platforms • Outstanding price/performance

YOUR CHOICE OF GRAPHICS CARDS. When you buy a Dell Precision workstation, you can choose from a variety of graphics cards to meet your performance needs. CERTIFIED ON YOUR CRITICAL SOFTWARE APPLICATIONS. Thanks to Dell’s complete Independent Software Vendor (ISV) program for Dell Precision workstations, these systems have been certified on a wide variety of highly targeted software applications. For up-to-date certification information, visit www.dell.com, then click on your business segment and go to the Dell Precision Workstation area. Then simply click on the ISV Certified link to view the list of software available on these systems. ADVANCED TECHNOLOGY. Dell Precision workstations offer the fastest Intel Pentium 4 processors available, and include some of the most advanced graphics solutions you’ll find anywhere. The result is reliable performance when running even the most demanding data- and graphics-intensive software applications. Options include:

• Either IDE or SCSI hard drives with next-generation SCSI technology for fast data transfer

• Advanced graphics solutions: Open-GL support for every level from strong 2D performance at the low end to maximum 3D power at the high end

• Intel Pentium 4 or Xeon single or dual processors – some of the fastest Intel processors with the latest architectural improvements

• Pentium 4 or Xeon systems with dual channel RDRAM memory that offers balanced performance and maximum throughput

DELL POWEREDGE SERVERS Powerful solutions. Dell PowerEdge servers offer the performance to meet a wide range of demanding applications. They’re also built to be reliable, expandable and manageable – a combination that can help keep your cost of owning them well under control over the long term. KEEPING UPTIME UP AND MAINTENANCE COSTS DOWN. Dell PowerEdge servers are designed for the high availability your customers need. Features and options designed to keep your servers in service include:

• Error checking and correcting technologies including ECC and Chipkill • RAID (Redundant Array of Independent Disks)

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• Hot-pluggable hard drives and hot-pluggable, redundant fans and power supplies that let you replace parts with the system running

• Easy serviceability with fast, tool-free access for maintenance EASY TO EXPAND AND UPGRADE. To handle the needs of growing organizations with tight budgets, Dell PowerEdge servers are designed with forward-compatible architecture. They’re built so that your customers can accommodate growth without risking you’re their technology investment by providing:

• Easy access for upgrades through a locking front bezel • Convenient trigger-latch drive carriers • Integrated SCSI controllers to grow with your network and network applications • Open-standards compatibility with select industry-standard server components and racks

MANAGEABILITY FEATURES. As part of the Dell Intelligent IT portfolio, OpenManage solutions ship with every Dell PowerEdge server. This standards-based systems management application offers the following features:

• Utilities that make Dell systems easy to install • Online diagnostics to isolate problems • Remote server management, even when the server is down • Discovery of Dell systems in a network • Status monitoring of Dell systems and notification of any changes • Inventory information about the systems • Easy to use browser and command line interfaces

DELL|EMC AND POWERVAULT STORAGE Dell’s storage solutions deliver the simplicity, value and power your business demands to effectively streamline, manage and help minimize the cost of your customers’ storage infrastructure. Dell's storage line is a comprehensive portfolio of hardware, software and services designed to protect vital information – simply, cost-effectively and powerfully. Our PowerVault and Dell/EMC12 storage solutions enable your end users to harness the power of their information by helping your customers to:

• Protect information from loss or disaster • Optimize the availability of vital information • Improve storage utilization and accessibility • Manage resources with greater efficiency • Reduce storage costs through simplicity

COMPLETE STORAGE OFFERING. Dell offers a comprehensive portfolio of hardware, management software and services to meet all your storage needs. The Dell/EMC and PowerVault product lines provide powerful platforms to meet your requirements for:

• Direct Attach Storage (DAS) – cost effective incremental storage, including SCSI and fibre channel solutions expandable to more than 20TB

• Network Attached Storage (NAS) – simplified, centralized storage management supporting heterogeneous operating systems

• Storage Area Networks (SAN) – highly available, high performance centralized storage solution with disaster recovery options

• Tape Backup Solutions - with drives up to 110GB native capacity and libraries with up to 14.4TB compressed capacity

12 There may be additional terms and restrictions on the resale of Dell|EMC products. See your sales rep for details.

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MANAGEABILITY FEATURES. Dell Intelligent IT portfolio provides powerful tools designed to put customers in control of their information. Managing storage does not have to be complex, nor does storage need to be manually monitored and controlled. The right information-management software can enable you to have effective storage management in a simple and automated fashion. It is designed to enable you to deploy storage systems quickly, to always know where your data resides, to control access to that data, and to monitor the status of the underlying storage systems. With this knowledge, you can reallocate capacity as required, and monitor, analyze and tune the performance of your information flow. STORAGE CONSULTING SERVICES. If storage is not your forte, Dell offers a broad portfolio of enterprise services that help you and your customers optimize the use of storage technologies, rapidly deploy systems, educate IT professionals and maximize system uptime. Dell provides expert advice and technical assistance and can help reduce overall total cost of ownership (TCO). DELL POWERCONNECT SWITCHES Dell has a complete line of high performance managed and unmanaged PowerConnect switches. Our broad product line is powerful and reliable enough to handle the smallest workgroups and the largest data centers. EXCEPTIONAL PERFORMANCE AND RELIABILITY. From standard Fast Ethernet to high-speed gigabit connectivity over copper or fiber, Dell PowerConnect switches offer wire-speed, non-blocking performance with the Dell reliability you’ve come to expect. SOLID VALUE. Consider Dell PowerConnect switches on a price-per-port basis, and you’ll find Dell offers hard-to-beat value for businesses. Not only do we give you the latest technology, but we give you exceptional price/performance. INDUSTRY-STANDARD INTEROPERABILITY. We know your organization or business can’t afford costly compatibility glitches. By leveraging industry standards, we've designed our PowerConnect switches to be highly interoperable with Dell and other vendor's networking products. RELIABLE SERVICE AND SUPPORT. Dell PowerConnect switches are backed by Dell’s outstanding service and support so you can work with one team at Dell for both enterprise and networking products. All switches come standard with Next Business Day Parts Replacement service and 7x24 online and phone support.

SOFTWARE AND PERIPHERALS HARDWARE. SOFTWARE. PERIPHERALS. ALL UNDER ONE VIRTUAL ROOF. Now you’ll find everything you need to configure systems at the same place you buy hardware – Dell. With Dell Software and Peripherals, you can select from thousands of quality products from top manufacturers and Dell’s very own products. Choose accessories, cameras, memory, monitors, PDAs, power, printers, projectors, scanners, and more. For added assurance, Dell’s own products are backed by Dell’s limited warranty13 and supported by Dell technical support. One stop-shopping, high quality, great selection, and peace of mind. It’s as easy as Dell. From a business perspective, it makes sense to purchase your software and peripherals from Dell as well. 13 For a complete copy of our Guarantees or Limited Warranties, please write Dell USA LP, One Dell Way, Round Rock, TX 78682, Attn: Warranties. Days and hours of availability subject to change without notice.

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COMPETITIVE PRICING. We believe we have extremely competitive pricing. Dell’s purchasing power allows us to price each product competitively and pass the savings on to you. SINGLE SOURCE MEANS HIGHER DISCOUNTS With Dell as your single-source supplier, you can save time and money by issuing only one purchase order for systems and everything you need beyond the box. Plus, all of the money you spend on Software and Peripherals through Dell goes towards your annual volume. DEDICATED ACCOUNT MANAGEMENT. Dell’s specially trained sales representatives ensure that you get the systems, software and peripherals that best meet your customers’ needs. Our general software and peripherals representatives are also dedicated to Solution Providers, so they understand your business. VOLUME LICENSE AGREEMENTS Dell has teamed up with industry-leading software companies to offer you added value and one-stop shopping convenience. Dell not only provides software licensing, reporting and support, but also has the ability to factory-install licensed software products directly onto new systems. Through our strategic alliance with Microsoft, Dell offers Microsoft’s volume licensing programs: Microsoft Open License and Microsoft Select. Also, Dell can act as an Enterprise Software Adviser (ESA) to organizations interested in purchasing an Enterprise Agreement from Microsoft. Dell also offers software licensing programs from Veritas, IBM/Lotus, Symantec and Computer Associates. Dell’s trained software licensing specialists will assist you with selection and execution of volume licensing and reporting. READYWARE™: HASSLE-FREE SOFTWARE INSTALLATION Designed to make your business more productive, Dell’s unique ReadyWare service will factory-install many of the industry’s most popular software applications on new Dell computers for a low per-system charge, no matter how many titles you order. The computer can arrive fully validated and ready to run at the customer site, with maximum performance right out of the box. This convenient option provides an easy, single-source solution and reduces the hassles associated with software installation that can save your organization time and money.

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DELL SERVICES Dell works with you and your end users - to better anticipate, understand, and resolve your unique service requirements – so that we can jointly provide your end user with the best customer experience possible and make doing business easy. High-quality service delivery and Dell’s unprecedented accountability have helped make Dell one of the most highly awarded service resources in the industry. We can either take low-end break-fix services off your hands, supplement your consulting expertise with our own, or make it easier for you to perform all these services yourself. We also have training and certification programs to allow you to document your expertise on Dell products.

TRAINING AND CERTIFICATION Dell’s training and certification programs feature the advanced Dell Certified Enterprise Engineer program (DCEE) for Dell’s Enterprise customers and a variety of non-Dell Business/Professional technology training options for the end user. DELL ENTERPRISE TECHNOLOGY TRAINING. Dell Enterprise Technology Training offers courses that prepare your sales force or systems engineers for the Dell Certified Enterprise Engineer program (DCEE) exams. Knowledge and skills for advanced maintenance, performance tuning, and solution implementation of Dell’s Enterprise products are enhanced through DCEE training. BUSINESS AND PROFESSIONAL TECHNOLOGY TRAINING. Business and Professional Technology Training is designed to help businesses and professional organizations train employees to get the most out of Dell hardware, software and peripherals. A wide range of online courses is provided, from training on the latest office software to preparation for IT professional certification exams. DELL CERTIFIED ENTERPRISE ENGINEER PROGRAM. The Dell Certified Enterprise Engineer program includes training and exams specific to certification in: Dell PowerEdge Servers, Systems Management, Business Continuance, and Network Storage. Certification is offered in both online and hands-on formats. Hands-on courses are delivered at Dell Austin or at customer sites. Exam vouchers must be purchased through Dell only. While participation in this program does not give your firm any specific privileges at this time, it does allow you to call yourself “certified” on Dell products. DELL CERTIFIED SYSTEMS ENGINEER PROGRAM (DCSE) The mission of the DCSE program is to certify knowledge and skills of Dell Services and Premier Access technicians and ensure DCSE Certified technicians are dispatched to customer sites to provide product installation and service. This program is specifically for those firms that have either qualified as a Dell service provider or a Premier Access provider (see Support Services section for details on Premier Access). The DCSE program has two levels of certification – Associate and Master. The goal is to have every tech that services a Dell machine, under Dell auspices, certified as at least an Associate on that machine. Associate training includes 2 days of classroom training (self-study available) and an online test. Training is available here in Austin or, if enough people are signed up concurrently, onsite. INDUSTRY CERTIFICATIONS. Dell offers training for industry certifications, including Microsoft, Cisco, Novell and more. Training is available online or at the customer’s location for classes of up to 10 students.

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DEPLOYMENT SERVICES14 Dell can help you take care of the details of deployment. We can drop-ship ready-to-boot systems to your end customers, or centrally to your location. We can create standard images across varied locations, varied machines, and over time. We can install custom software or components at the factory. Basically, we can help you decrease the amount of time your people spend on configuration and shipping activities, and increase their bandwidth for consulting and services. • Custom Factory Integration • Custom Delivery Services • Installation Services15 • Asset Recovery Services • Asset Disposal Services • ImageWatch DELL CUSTOM FACTORY INTEGRATION Dell’s Custom Factory Integration (CFI) service is a project-based approach to customizing your Dell systems as they are built in one of our global ISO 9002-certified factories. Offered as part of Dell’s Deployment Solution, this “one-touch” method means duplicated efforts are eliminated, chances for errors reduced, and productivity can be greatly increased. Delivered most anywhere in the world, ready to plug-in and power-up, the Dell systems you require are configured with the hardware and software your business relies on – including your end users’ own proprietary software images. Custom Factory Integration is available on: Latitude notebooks, OptiPlex desktops, Dell Precision workstations, PowerEdge servers and Dell storage systems. HARDWARE INTEGRATION. The across-the-board standardization that results from having your hardware consistent in every CFI order makes it much simpler to upgrade and transition. Hardware integration services cover: • Installation of industry-standard hardware components and the appropriate drivers, including: network interface cards, modems, video cards, sound cards, internal storage devices, and hard drives • Custom hardware settings, including: CMOS/BIOS settings, jumper settings, port settings, special scripting, configuring arrays, duplex, mirror and RAID of all levels, and hard drive partitioning ASSET DATA SERVICES. Asset Data Services involve the application of asset tags for systems and monitors, as well as labels for packing boxes. Information gathered and reported on asset tags may include: customer name, service tag, purchase order number, order number, order date, model number, shipping address, system component data, and/or customer-supplied information. The asset tag number may also be added to the system’s bios. Monitor tag data can include a monitor serial number or Dell generated asset number sequence. To set your expectations correctly about what we can provide, all Dell asset tags have the Dell logo on them – this is not negotiable. SOFTWARE INTEGRATION. Custom Factory Integration provides configuration and installation of software – standard, custom, or proprietary – in our factory environment. With CFI, you can ensure every user will have the same version of the same software, eliminating the need to support old versions of the same application. This is a huge convenience if you are an ISV creating Dell workstation- or server-based products for your customers: you work with us to get it right once, then we replicate it for you en masse.

14 Deployment services may be subject to additional terms and conditions and may be provided by a 3rd party. Talk to your sales rep for details. 15 Service may be provided by third party.

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IMAGE MAINTENANCE. After securing your approval, Dell will modify your image (when required) to accommodate industry initiated hardware transitions and driver changes. Updated customer images are then stored on our manufacturing servers, available for immediate factory deployment IMAGE MANAGEMENT SERVICES Dell’s Image Management Services (IMS) allows you to offload the tedious, disruptive and time-consuming work of building and re-building images for new systems. IMS consists of three services that can help you free up time to focus on more value-added, strategic initiatives: STANDARD IMAGE DEVELOPMENT AND VALIDATION. For a daily or per box fee, a trained Dell IMS engineer will custom build new images or make major changes to your existing images. Dell will send an engineer on site to work according to pre-defined image specifications agreed to by you and Dell. IMS engineers are trained experts on image management with intimate knowledge of Dell systems. X-IMAGE. X-Image is a custom imaging service used to develop, deploy, and manage a cross-platform, hardware-independent custom image that will run across all Dell client systems. The service is available for Windows 2000 and Windows XP operating systems only. X-Image requires engagement in Dell's Image Management Services. IMAGEWATCH. To assist in planning your company’s technology horizon, Dell provides our ImageWatch service. This service provides a six-month roadmap for your OptiPlex, Latitude, Dell Precision, PowerEdge and Dell storage products. ImageWatch was designed to assist you with image-affecting technology changes and planning, from introduction through end-of-life information. The information covers the life cycle on Dell configurations including BIOS and driver changes, peripherals, and software. Using this information and Image Management Services (see above), Dell can help you manage the technology changes on your customers’ roadmaps. CUSTOM DELIVERY SERVICES Once your systems are built to specifications, Dell can arrange a number of custom delivery services to best meet your work environment and staffing constraints. These services are described below and are available on any Dell product. Each one assumes the use of a Dell selected carrier. SCHEDULED DELIVERY SERVICES16 With scheduled delivery services, you can benefit from a predictable and/or precise delivery cycle to specific locations. You can choose from:

• Date Specific Delivery • Time Specific Delivery • Weekday Specific Delivery • After Hours Delivery • Weekend Delivery

PRE-DELIVERY SERVICES This category reflects services performed to prepare your shipment for delivery, based on your receiving environment. PALLETIZATION Configuration of a pallet to accommodate specific footprint, height, width, and mix of product or special placement of product on the pallet.

16 Services may be provided by 3rd party.

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ORDER CONSOLIDATION: One-time delivery of all items ordered on a single customer purchase order or relating to a specific project. This may include desktops, servers, notebooks, workstations, storage, and peripherals ordered for those systems (tied). SPECIFIC TRUCK SIZE Use of a specific trailer type, or to complete a full truckload, in accommodation with your customer receiving requirements. LIFT-GATE/TAIL-LIFT SERVICE Provision of truck with automated offloading equipment to accommodate delivery locations that do not have standard receiving docks. ADVANCE DELIVERY NOTICE Carrier notification by phone or e-mail (US only) to the customer prior to delivery, typically to ensure customer readiness to receive product. E-mail notification is 24 - 48 hours prior to delivery.

DESTINATION SERVICES Destination services are performed at the customer’s site to accommodate the customer’s physical receiving capabilities or product handling needs. Note: All destination services assume a Dell-selected carrier. DE-PALLETIZATION Break down of pallets at location and time of delivery to accommodate receiving limitations. Pallet and stretch wrap will be completely removed from the site if required. SINGLE DESTINATION DELIVERY Delivery to one specific internal customer location, such as a mailroom, conference room, etc. INNER OFFICE DISTRIBUTION Delivery to multiple specific customer locations, within one building. UNPACKING OF BOXES Unpacking of system(s) and placement on the desk, if required. No connecting of computer cables is involved. This cable connecting service must be purchased in conjunction with Unpacking of Boxes. DESTINATION BUNDLE This bundle of services includes, De-Palletization, Unpacking of Boxes, additional manpower as needed, placement on the customer’s desk, and Package Removal. Inner Office Distribution and Advanced Delivery Notice (pre-call) are also included. PACKAGE REMOVAL BUNDLE This service is included as part of the Destination Bundle, but may be purchased separately. Dell’s Package Removal Bundle provides removal of new system packaging from your site at the time of delivery. This service should be purchased in conjunction with Unpacking of Boxes, above, unless the customer or third-party performs the unpacking.

INSTALLATION SERVICES17 Dell has streamlined the standard installation services so you can easily offload this low-end task, while keeping your internal resources focused on strategic initiatives.

17 All installation services may be provided by 3rd party. Subject to geographic limitations and terms of service contract. Installation date depends on equipment arrival date.

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PC INSTALL Our PC Install service includes an external quality inspection, new system installation, as well as up to 3 external peripherals (local printers included) and network printer connections (for existing printers). PC INSTALL WITH DATA TRANSFER. Dell will provide the same services as the PC Install package, plus we will migrate 1GB of data and de-install your old system. Dell offers installation services on OptiPlex desktops, Latitude notebooks and Precision workstations, as well as PowerEdge components, including clusters and racks, and storage systems. SERVER INSTALLATION SERVICES. Similar to desktops, we can provide no-hassle server installation options for you, should you wish to offload this function. We offer onsite installation of Dell servers, storage systems, clusters and racks. By allowing Dell to provide installation, you can reduce the time required to get your system up and running, and make more efficient use of your employees’ time, allowing them to provide high-end consulting services. CLUSTER INSTALLATION SERVICES. Dell offers cluster installation services for both our fibre channel and SCSI cluster implementations, with versions of the service with or without NOS installation. The cluster services include onsite installation and fail-over testing of the appropriate cluster software and hardware. STORAGE INSTALLATION SERVICES. Dell’s modular line of onsite PowerVault installation services includes all PowerVault Fibre Channel and SCSI storage products as well as Dell OpenManage storage configuration and management software. All PowerVault installation services include unpacking, quality inspection, interconnection with the host server, and positioning of the new storage product into a previously assembled Dell-supported rack. RACK INSTALLATION SERVICES. This service provides onsite installation of a Dell PowerEdge Rack by a Dell-certified field engineer, including attachment of leveling screws, stabilizer bracing, side rails and rack mounting kits. Also included are the positioning of Power Distribution Units (PDUs), Uninterruptible Power Supply (UPS), switch boxes, monitor, and keyboard into the rack. Power-on, integration, and testing of products are not included in the rack installation services, as these activities are part of the product installation services. Dell also offers a Rack Upgrade service to upgrade supported non-Dell racks to meet requirements for Dell server and storage products.

ASSET RECOVERY SERVICES Dell Financial Services L.P. (DFS) provides Asset Recovery Services as part of Dell’s Deployment Services portfolio. Asset Recovery Services deliver efficient, secure and simple processes for disposing of your customers’ older equipment. As a Solution Provider, this can be an integral part of your relationship with your customers. You can set goals with them up front for refresh intervals, and then use our reporting to track when those refreshes should occur. This ensures that you are involved every step of the way with your customers, from the initial purchase, through the full lifecycle of the machine. Asset Recovery Services include:

• Detailed reporting of all assets including serial number, asset tag number and configuration

• Project management to facilitate multiple pickups at multiple sites • Electronic media erasure to protect customers’ sensitive information • Non-functional equipment disposal designed to meet EPA requirements • Packing and shipping services (minimum amounts apply)

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SUPPORT SERVICES Naturally, when your customers make a large technology purchase from you, you want to make sure that they will receive top-notch service and support on their equipment. If something goes wrong, it’s you that they call. As a result, many of our Solution Provider customers do provide support services similar to what we’ll detail below to their end users. However, we’d like to ask you to consider some of the business implications of offloading break-fix services to Dell:

• Break-fix services have traditionally been more labor-intensive and yielded lower profit margins than high end consulting and/or sales. Offloading this responsibility allows you to focus on what makes the most business sense for you.

• Unless this is a core competency, staffing for break-fix can easily become a drag on overhead. Dell can eliminate your overhead – you pay on a per-box basis.

• Offloading support services to Dell allows you to shorten your ramp time on our products. You don’t need to train techs to deal with our equipment.

• Dell services and support have won numerous awards – you can trust your customers’ satisfaction to us.

If you’re not convinced and want to continue offering support services to your customer, you may still want to read this section, since a number of the support services may still be beneficial. For example, our OptiPlex Gold package allows you to bypass Level 1 tech support, allowing you to work quickly through our system and provide fast support to your customers. Dell’s Support Services include: PREMIER ENTERPRISE SUPPORT SERVICE TIERS. Today’s business-critical environments require maximum uptime enabled by problem prevention and rapid resolution if issues do occur. Enterprise Support offers four tiers of service: Platinum, Gold, Silver, and Bronze. Each of these service tiers is designed to meet the varied needs of enterprise customers. PLATINUM SUPPORT. For around-the-clock, business-critical environments, Platinum support provides a fully integrated and comprehensive solution GOLD SUPPORT. For business-critical systems, Gold support offers a rich suite of high-end services designed to help you manage key environments SILVER SUPPORT. For systems that require basic levels of support, the Silver tier provides you with 7x24, expedited resolutions BRONZE SUPPORT. For non-time-sensitive systems and for customers who prefer to do their own troubleshooting and repair, Dell offers the Bronze package GOLD TECHNICAL TELEPHONE SUPPORT FOR CLIENT SYSTEMS. Whether you're an end-user requiring fast problem resolution or a Solution Provider looking for rapid engineer-to-engineer access, Dell’s Gold Technical Support provides the advanced level of technical support expertise you need for OptiPlex, Latitude and Dell Precision systems. Gold Technical Support combines rapid response and resolution with advanced technical assistance and account management to provide a single point of contact for system support.

• High-level engineer-to-engineer (E2E) contact with direct access to the Gold Queue • 7x24 telephone assistance with escalation management providing greater time sensitivity

for resolution and dispatch • Seamless support for select 3rd party hardware and software issues • Advanced software & storage support for Microsoft, Novell, and Red Hat OS and

applications • Technical Account Manager (TAM) services: escalation management and reporting

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• Proactive and preventative support – change notification services COMPLETECARE CompleteCare Accidental Damage Service is a repair and replacement service that covers most accidental damage (spills, drops, surges, breakages) to select systems or peripherals that is not covered under limited warranty18. For example, this is a great investment for notebook users, as these machines are more likely to have coffee spilled on them or fall out of an overhead bin. • Easy to use • Flexible: 1,2,3, or 4 year coverage available • Investment protection • Saves I/T department time and resources • Helps reduce end-user down-time • Helps save your organization time, money, and resources 7X24 TELEPHONE SUPPORT. Dell’s technical support phone lines are available 24 hours a day for hardware issues for no additional charge for as long as your customer owns the system. Certain restrictions do apply.

ONLINE SUPPORT. Online support provides access to an extensive range of customized self-diagnostic tools and a vast repository of information at support.dell.com. NEXT BUSINESS DAY, ONSITE SERVICE. Next Business Day, Onsite Service19 can place a Dell-trained technician at your location the business day following a hardware-related support call, if necessary, if the issue cannot be resolved via phone support. SAME DAY, ONSITE19 SERVICES. Dell offers a portfolio of Same-Day Support Services for customers using desktops, servers, or storage systems for time-sensitive operations or critical business functions. 4-HOUR RESPONSE SERVICE A Dell-trained technician can arrive onsite19 within 4 hours (after problem determination and depending upon customer location) to help get your system back in operation as rapidly as possible. You can choose between options delivering 4-Hour Response on a 7x24 or 5x10 basis.

OPTIONAL SOFTWARE SUPPORT SERVICES. For notebooks, desktops, and workstations. ADVANCED WINDOWS 2000/NT/XP SUPPORT. This service provides assistance with operating system usage and other “how-to” challenges for Dell OptiPlex and Dell Precision customers. This service is currently not available on the Dell Precision 730 system. This support is available in 1, 2, or 3 year contracts. CLIENT SOFTWARE SUPPORT. This service provides answers to end user questions concerning standard software applications, operating systems, online services and Internet access, with an emphasis on Microsoft products. This service is offered on Dell desktops and notebooks.

18 CompleteCare service excludes theft, loss, and damage due to fire or intentional damage. CompleteCare not available in all states. Customer may be required to return unit to Dell. For complete details, visit www.dell.com/service_contracts. 19 Service may be provided by third-party. For onsite service, technician will be dispatched if necessary following phone-based troubleshooting. Subject to parts availability, geographical restrictions and terms of service contract. Service timing dependent upon time of day call placed to Dell. U.S. only.

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DIRECTLINE OR DIRECTLINE PLUS SOFTWARE SUPPORT HOTLINE. DirectLine is a 7x24 software support hotline for Dell Servers. Supported software includes Microsoft Windows, Novell and Dell OpenManage. This can be purchased as an annual contract or in per-resolution packages. WINDOWS 2000 DATACENTER SOFTWARE SUPPORT. Dell’s Windows 2000 Datacenter Software Support Service provides enhanced support to ensure successful implementation of Microsoft Windows 2000 Datacenter. The service includes 7x24 support, fast response times, and support for applications such as Microsoft Exchange, Microsoft SQL Server, Microsoft Internet Information Server, Dell PowerSuites for Tape Backup, and Dell OpenManage. Plus, this support offers quick response times. Please refer to the Enterprise Support Service Tiers section for information on how this service is integrated into Dell’s tiered program. POWERVAULT ADVANCED SOFTWARE AND CONFIGURATION SUPPORT. PowerVault Advanced Software and Configuration Support offers 7x24 or 5x10 expert-level phone assistance for the operation and configuration of Dell PowerVault Fibre Channel software and hardware products. The service supplements Dell’s toll-free hardware support line and is offered as an annual contract with no restrictions on the number of calls placed or resolutions provided. Resolutions may also be purchased individually or in multiple resolution packages. For Network Attached Storage PowerVault7X0N systems, this support service also includes the Filer’s “AutoSupport” feature to proactively alert Dell of potential system problems.

PREMIER ACCESS / 3RD PARTY MAINTAINER PROGRAM This program allows your end users to request that you maintain their systems, instead of having Dell provide support services. This program allows you to always be primary in your customer relationships and showcases your value to the customer. It gives your end user the comfort of knowing that they will see a familiar face when they need maintenance and of knowing that they have the proverbial “one throat to choke” for all issues. As attractive as this option will sound to a number of Solution Providers, we want to set expectations correctly. This program was developed for our largest direct customers with skilled IT departments, not for Solution Providers. Therefore, it will not be available to all Solution Providers and it may be less than ideal for your purposes in some cases. For example, each customer that you are servicing must specifically request that you maintain their systems, and these customers must each have over 100 Dell systems or >5 Dell servers in house. In other words, the Premier Access program will not allow you to simply take a class and then be responsible for service across all your accounts. In short, this program is helpful to some Solution Providers, but it may be more beneficial for others to keep Dell services involved at some level. You should speak with your Dell sales team to explore further whether this option is for you. QUALIFICATIONS FOR PREMIER ACCESS PROGRAM

• Each end user must request you for all Dell systems • Each end user must have 100 Dell systems or at least 5 Dell PowerEdge servers to

qualify • Servicing location must have 2 Dell-certified technicians (no need to recertify for each

end user, though) • Only applies on branded products, not Dell White Box • Includes maintenance for Dell Dimension™ , OptiPlex™ , Dell Precision™ Workstations,

Latitude™ , Inspiron™ , and PowerEdge™ Systems • Storage, S&P, networking, and any other products not mentioned above are not included

HOW TO SIGN UP

• Fill out application form at http://premieraccess.dell.com/us/

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• You’ll be contacted within 3 business days with either an approval status or a request for more information

• Purchase certifications for a minimum of 2 Dell certified Technicians per service location • Customer must provide, with enrollment application, method of payment for certification • Certification is $179 per technician per year • Get your Dell sales representative involved

DELL PROFESSIONAL SERVICES Dell Professional Services (DPS) is dedicated to understanding clients’ core business challenges and to developing strategies and solutions that help position them for success. Dell Professional Services helps businesses to optimize their technology, enhance productivity, reduce business risk and maximize return on investment. DPS leverages expertise in technology consulting, application development, solutions integration and infrastructure systems to design, develop and implement end-to-end technology solutions. You may choose to leverage these services as a compliment to your solution, if your end user is asking for services beyond your core competencies. A TRADITION OF DELIVERING BUSINESS VALUE. Dell is renowned for delivering value to clients and Dell Professional Services continues that unwavering focus. Understanding the complex nature of business today and the key role that technology plays in the success of overall business strategy. DPS brings deep solution development expertise in the areas of integrated applications and optimized infrastructure solutions designed to deliver end-to-end technology services. Here are a few examples of the types of consulting we can provide through Dell Professional Services:

• Application Development and Integration • Business Intelligence • Enterprise Collaboration & Content Management • Internet Business: B2B And B2C • Enterprise Migration and Consolidation • High Performance and High Availability • Messaging and Directories • Storage Solutions

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We Want Your Business In conclusion, we’d like to say that we look forward to creating a valuable relationship with your company. Once you understand that we may work a little differently than some of your other vendors, we think you’ll realize that we can be a true asset to you and to your end customers. Please feel free to call us any time with questions, concerns, RFP’s etc. Our phone number is:

1-877-766-3355 We want your business. And, we’re here to help.

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Specifications, availability, and terms of offers may change without notice and are not transferable. Dell new purchases only who take delivery in the 50 United States. White Box products for resale only to companies that have 200 or fewer employees. Not for resale to Federal, State and Local Government, Education and Healthcare end users. Additional terms and conditions may apply. Dell cannot be responsible for errors or omissions. Orders subject to cancellation by Dell. All sales are subject to Dell’s Terms and Conditions of Sale located at http://www.dell.com/us/en/gen/misc/policy_009_policy.htm unless you have a separate agreement with Dell. Dell, OptiPlex, Dimension, Latitude, Inspiron, Precision, PowerConnect, PowerVault, Dell|EMC, PowerEdge, OpenManage and the Dell logo are trademarks of Dell Computer Corporation. Other trademarks and tradenames are the property of their respective owners. Copyright 2003 Dell Computer Corporation. U.S. only.

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